On-Site IT Support Engineer

 

Job Title

Onsite Support Engineer

Department

Operations

Location

UK

Reports to

Service Delivery Manager/or Team Leader

Staff Responsibility

No

 

General Overview of position

To provide effective onsite technical support to Littlefish contract customers, for desktop/laptop/printer/application issues and installations as well as basic network/server troubleshooting and administration. To communicate effectively with the customer and manage technical queries in line with Littlefish standards and customer specific SLA’s.

 

 

 

 

Main duties & responsibilities

• Provide 1st and 2nd line onsite and remote technical support services to Littlefish contract customers, in line with personal skill sets. Resolve issues in a competent manner, whilst communicating professionally with the customer and members of the Service Desk, Infrastructure and Professional Services teams

 

• To prioritise, progress and resolve technical queries and service requests assigned to the individual in accordance with standard and customer specific service level agreements

 

• To be responsible for completing specific technical projects as designated by the Service Management Team e.g. projects, deployments, installs, moves, adds and changes

 

• Make effective use of all personal and team time during any periods of inactivity.

 

 

• Maintain personal qualifications and skill sets and ensure training is completed in line with business and personal needs

 

ISO Accreditations:

Littlefish are ISO9001 and ISO27001 certified it is expected that all employees adhere to the Quality Management and Information Security systems, policies and procedures.

 

Equality, Diversity and Inclusion:

It is expected that you will actively promote and embed Equality, Diversity and Inclusion (EDI) in all your work and support and comply with all organisational initiatives, policies and procedures on EDI.

 

 

Other duties

Other such reasonable duties within the general scope of the job role, at the line managers direction.

 

 

 

Person Specification

 

   

 

Essential

Desirable

Education/Qualifications

 

Good general level of education. A-levels or equivalent, with GCSE grades A-C or equivalent in English Language and Mathematics.

Education/Qualifications

 

ITIL Foundation Certificate (V3).

Customer Service Qualification.

Any Relevant Microsoft Certifications.

Experience

 

Previous experience of working in an IT support role.

 

Be able to demonstrate IT related problem-solving skills.

 

Working knowledge of IT infrastructure support working across a range of up to date technologies including desktop/laptop/printer hardware, Office 365, Exchange, Windows 10, Active Directory, Apple OSX and iOS, deployment technologies SCCM/WSUS/MDT.

Experience

 

Understanding of Networks, including topography.

 

An understanding of how to carry out patching in a server room/office.

Skills / Knowledge

 

Behaves in a professional manner at all times.

 

Exhibits commercial awareness.

 

Excellent face to face communication skills.

 

Good telephone communication skills.

 

Good written communication skills.

 

Operates well un-supervised.

 

Ability to supervise other less experienced team members.

 

Assesses risks effectively and the implications of his/her actions/advice to Littlefish and customer.

 

Prioritises tasks to achieve SLA’s.

 

Takes ownership willingly.

 

Able to remain calm under pressure.

 

Manages customer’s expectations effectively.

 

Can explain highly complex technical issues in “lay-man’s” terms.

 

Proficient fault finder and problem solver.

 

Flexible and adaptable to changing environments.

 

Skills / Knowledge

 

Good awareness of the role of support services in front line delivery.

 

Aptitudes and Attributes

 

Is proactively innovative.

 

Is logical in approach.

 

Takes a long-term view.

 

Is helpful, fair and demonstrates a "give and take" attitude.

 

Good timekeeper.

 

Demonstrates mutual respect for own and other team members.

 

Works as part of a team.

Aptitudes and Attributes

 

 

Document Control

 

 

File Name

Job Description Template Employee (Onsite Support Engineer)

Author

Toby Aldous

Status

Released

Classification

Private

Location

HR Hub

Version Control

Version   Author   Change   Date

0.00

Toby Aldous

Released

10.11.20

Job Levels

 

Career Framework

Front Line Teams

Definition

Brings fundamental knowledge in own area of specialism and works in a customer facing environment

Contribution to Success

Works autonomously to deliver their own output or service based on specific standard or guidelines within their set department

Communication

These roles ensure that our services are provided to our customers / internal stakeholders

Expertise

Will follow well established work routines with skills gained through job related training and considerable work experience within specific department. May start to develop skills within a professional qualification

Leadership

Will receive direct supervision from their departmental line manager, usually a Team Manager or Manager

Values Statement

Demonstrates excellent behaviours in line with our values. Is encouraging and optimistic with colleagues and consistently strives to be a great team contributor

 

 

 

 

 

 

 

 

0344 848 4441

HR@littlefish.co.uk

 

 

Littlefish UK, Price House, 37 Stoney Street, Nottingham NG1 1LS @Littlefishuk   Littlefish (UK) Ltd   @Littlefishuk   @Littlefish_UK